Frozen food supermarket Iceland has warned shoppers of new rules around shopping being packed.
From now on, Iceland employees have been banned from packing customers shopping. Instead, customers will have to do it themselves. According to Manchester Evening News, emails have been sent to customers explaining they will no longer help when packing shopping for home delivery.
The email read: “We’re making a small change to the way our Free Home Delivery service works in store.
“Within the next few weeks, rather than packing your shopping for you, you’ll need to pack your bags yourself for your Home Delivery. This is the only thing changing, everything else is staying the same, including free delivery when you spend £20.
The email also tells customers, to shop as they normally would, pack at the till and book their free home delivery slot, and finally, pack their own bags. It also reminds customers to separate, frozen, chilled and grocery items into different bags.
The emailed added: “This means they’ll be stored at the correct temperatures before they’re delivered. If you usually need help to do your shopping and can’t pack your bags yourself, please speak to a member of staff in store for assistance.”
Until now, Iceland staff have packed home delivery bags, due to having to store the items in store before delivery.
However, Iceland’s website still says “Visit us in store and pick up all your fresh and frozen favourites. Head to the till and we’ll even pack your shopping.”
The grocer said in general, shoppers will need to pack their own bags, but assistance will still be available for vulnerable people, such as older shoppers or those with additional needs.
As a result of the change, many Iceland customers have taken to social media to express their anger.
One user said: “Pack the bags myself”? Why only this change? It’s good to get assistance at the checkout otherwise we’ll be holding the other customer’s up and causing massive store delays.”
@IcelandFoods "Pack the bags myself"? Why only this change? It's good to get assistance at the checkout otherwise we'll be holding the other customer's up and causing massive store delays.
— Jon (@JonathanOPrice) May 23, 2022
Another added that trying to get a in store delivery at Iceland is now “impossible, it’s either online or carry it home, Iceland is going downhill”.
@IcelandFoods Trying to get a instore delivery is impossible now,it's either online or carry it home, Iceland is going downhill
— Viki Howells (@VixonVik) May 23, 2022
Iceland has been contacted for further comment.